Customer Success Manager

Who We Are

We go beyond software. Carbon6 is building a community to support ecommerce sellers by removing the barriers to selling online and simplifying their path to success. Developed by the brightest minds in the marketplace ecosystem, our suite of software tools and resources help entrepreneurs succeed at every stage of their journey. We are a global company across North America, Europe and Asia, made up of passionate entrepreneurs, expert sellers, and innovative thought leaders.

Founded in 2021, we work with the largest and most successful sellers, brands, agencies, and aggregators  around the world to drive growth, maximize profitability and manage with intelligence to scale their businesses. In addition to collaborating with global giants such as Amazon, Walmart, Alibaba, and others, we foster partnerships with key industry players like BigCommerce, Teikametrics, Jungle Scout, and more. Through our innovative solutions and strategic alliances, we empower businesses of all sizes to excel in today's competitive landscape, driving success and fostering long-term growth for both our clients and partners.

The Opportunity  (Hybrid - Toronto, ON)

We're on the hunt for a passionate and experienced Customer Success Manager to join our dynamic tech team. With a customer-first mindset, you'll be the face of our company for our enterprise customers, ensuring they receive exceptional service and never have to worry about the details because you’ve got a handle on them. Your role will be pivotal in forming robust, enduring relationships between our company and our customers. If you're a motivated, tech-savvy individual who enjoys building relationships and being at the forefront of innovation, Carbon6 could be the place to come build your career.

• Seamless Customer Onboarding: Guide new customers through our onboarding process, ensuring a swift, accurate setup and creating immediate value for our customers from our solutions. You will set the pace and standard for how new customers perceive our efficiency and dedication to their success. With your help, the road to greater operational effectiveness will be clearly paved for every customer. 
• Be the Conductor of the Customer Experience: Orchestrate every aspect of the customer experience, from the first interaction to the ongoing relationship management. You will choreograph a harmonious journey for our customers, ensuring each interaction aligns with our commitment to exceptional service and positive outcomes.
• Drive Customer Satisfaction: Your goal is to drive customer satisfaction that leads to contract renewals and strengthens customer loyalty. You will deliver top-notch service and support that meets their needs and exceeds their expectations, enhancing the customer's trust in our brand. In regular meetings, you will illuminate the impact of our services on their business and highlight the ways in which our service is unmatched.
• Nurture Relationships: Build and maintain solid bridges between customers and our company, ensuring smooth communication between all teams for productive collaboration. You will consistently provide thoughtful interaction, showing customers and team members the importance of their role in our mutual success.
• Be a Strategic Advocate: Understand each customer's needs, goals, and aspirations to guide them on their success journey with us. You will be proactive in recognizing opportunities and risks for our customers, acting as their trusted advisor.
• Advocate for Our Brand: Promote our company's value proposition to the market. You will clearly communicate our value, helping customers see the tangible benefits of our partnership.
• Value-Driven Success: Drive additional value for our customers and the company, balancing the interests of both to optimize overall success. You will constantly seek win-win solutions that deepen our customer relationships and fuel our growth and theirs.
• Track Customer KPIs: Measure and analyze key performance indicators related to customer success. You will make data-driven decisions, use these metrics to inform strategies and approaches, and drive conversations around customer health and happiness.

• Proven Experience: You've clocked at least 5 years in sales, business development, or customer service, managing multiple accounts with success. 
• Ability to Learn Quickly: Adapt swiftly to new tools, technologies, and business processes. You absorb information like a sponge, putting newfound knowledge into action with lightning speed, ensuring our team stays ahead of the curve. Learning new things doesn’t scare you - no matter the complexity.
• Organizational Skills: Your organizational prowess enables you to manage multiple customers and projects with ease. No detail escapes you. You are committed to precision, maintaining a clear and ordered workflow that benefits both our team and our customers.
• Relationship Building: You're a people person with superior interpersonal skills and a knack for relationship management. People can’t help but feel connected to you and you have a way of making people feel confident you’re on their side and will do whatever it takes to do right by them.
• Excellent Communication: You can break down complex concepts into understandable terms, inspiring action with your communication skills. You are gifted in both speaking and listening, leading to a more transparent and effective communication process. You are equally eloquent and comfortable communicating in writing, in person, and when speaking to large groups.
• Problem-Solving Skills: You're skilled at identifying potential obstacles and finding effective solutions quickly. You understand the most powerful thing you can do to drive solutions is to deeply understand the problem. You are innovative and push boundaries when it comes to finding the best solution - you don’t just stick to the obvious or the “tried and true” strategies. 
• Systems thinker: You have a knack for seeing the bigger picture and understand how individual components interact to form a whole. You can foresee the downstream impacts of decisions made today and you use these to inform your approach on everything you work on. You understand when it’s the right time to build fast and scrappy, or slow to scale, and how to balance these things to meet both short- and long-term objectives.
• Self-Starter: You're driven, proactive, and always ready to get things done. You are autonomous, able to take initiative and drive projects without needing external motivation.
• Customer-Centric:  You are fundamentally guided by the principle of putting customers first, shaping every decision with the goal to enhance their experience. You are relentlessly driven to surpass expectations, transforming ordinary customer interactions into memorable experiences.

• Knowledge of the ecommerce and/or Amazon space, or Amazon Vendor Central
• Experience working with Enterprise or large CPG customers
• Proficient with Google Suite & Mac applications
• You have worked with chargebacks and dispute management for Amazon vendors

Perks & Benefits

🚀 As an early member of our team, you'll receive competitive compensation.

🦷 Extended health benefits including Medical, Dental, and Vision starting on Day 1.

🌴 Flexible paid time off that includes paid vacation days and paid personal days.

💻 You'll receive a laptop conveniently delivered to your door to get you started and set up for success Day 1.